The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.


Tip of the Week

  • Create a “Missed Service Level” report. May 20 –

    Missing Service Level goals can sometimes leave you scratching your head and wondering why.  Not to mention that when you come up short, senior management usually demands an explanation of what went wrong.
    A very simple practice may help you be better prepared to answer senior management’s questions and help you identify weak points …

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